2013 Temkin Customer Service Ratings

Rating	Company	Industry	Temkin Customer Service Ratings (TCSR)	Company TCSR vs Industry TCSR
1	USAA	Insurance carrier	76%	21.2
2	USAA	Bank	75%	19.8
3	A credit union	Bank	73%	18.5
4	Ace Hardware	Retailer	71%	11.7
4	Charles Schwab	Investment firm	71%	16.7
6	Dollar Tree	Retailer	70%	10.8
6	Chick-fil-A	Fast food chain	70%	11.4
8	Sonic Drive-In	Fast food chain	69%	11.2
8	Hy-Vee	Grocery chain	69%	7.7
8	Trader Joe's	Grocery chain	69%	7.4
8	Costco	Retailer	69%	9.3
12	Advantage	Rental car agency	68%	17.7
12	Publix	Grocery chain	68%	6.3
12	H.E.B.	Grocery chain	68%	6.2
15	Aldi	Grocery chain	67%	6.1
15	Alaska Airlines	Airline	67%	19.4
15	Amazon.com	Retailer	67%	7.6
15	Sam's Club	Retailer	67%	7.4
15	Lowe's	Retailer	67%	7.2
20	Marriott	Hotel chain	65%	11.4
20	Family Dollar	Retailer	65%	5.5
20	Save-a-Lot	Grocery chain	65%	3.5
20	Walgreens	Retailer	65%	5.2
24	Marshalls	Retailer	64%	5.0
24	Piggly Wiggly	Grocery chain	64%	2.8
24	Old Navy	Retailer	64%	4.4
24	Home Depot	Retailer	64%	4.1
28	Dunkin' Donuts	Fast food chain	63%	5.3
28	Subway	Fast food chain	63%	5.2
28	Bed Bath & Beyond	Retailer	63%	3.6
28	AutoZone	Retailer	63%	3.6
28	Office Depot	Retailer	63%	3.5
28	USAA	Credit card issuer	63%	13.8
28	Starbucks	Fast food chain	63%	4.6
28	Staples	Retailer	63%	3.3
36	Kroger	Grocery chain	62%	1.1
36	State Farm	Insurance carrier	62%	8.1
36	Toyota	Auto dealer	62%	8.6
36	Vanguard	Investment firm	62%	7.7
36	Little Caesar's	Fast food chain	62%	3.7
36	US Bancorp	Bank	62%	7.0
36	Dairy Queen	Fast food chain	62%	3.6
36	PetSmart	Retailer	62%	2.2
44	ShopRite	Grocery chain	61%	0.1
44	O'Reilly Auto Parts	Retailer	61%	1.9
44	Fidelity Investments	Investment firm	61%	6.9
44	BJ's Wholesale Club	Retailer	61%	1.8
44	Edward Jones	Investment firm	61%	6.8
44	Whole Foods	Grocery chain	61%	-0.4
44	QVC	Retailer	61%	1.1
51	Advance Auto Parts	Retailer	60%	0.9
51	Macy's	Retailer	60%	0.7
51	Dollar General	Retailer	60%	0.6
51	Safeway	Grocery chain	60%	-1.4
51	Jack in the Box	Fast food chain	60%	1.4
56	Rite Aid	Retailer	59%	0
56	Sears	Retailer	59%	-0.1
56	Albertsons	Grocery chain	59%	-2.2
56	Hilton	Hotel chain	59%	5.3
56	Kaiser Permanente	Health plan	59%	17.1
56	JCPenney	Retailer	59%	-0.6
56	TriCare	Health plan	59%	17.1
56	Hardees	Fast food chain	59%	0.6
56	Comfort Inn	Hotel chain	59%	5.0
56	AirTran Airways	Airline	59%	10.8
66	Barnes & Noble	Retailer	58%	-1.3
66	FedEx	Parcel delivery service	58%	1.7
66	Travelers	Insurance carrier	58%	3.7
66	Target	Retailer	58%	-1.6
66	GameStop	Retailer	58%	-1.6
66	Courtyard By Marriott	Hotel chain	58%	4.0
66	American Express	Credit card issuer	58%	8.5
66	Hampton Inn	Hotel chain	58%	3.9
66	Winn-Dixie	Grocery chain	58%	-3.9
75	Holiday Inn Express	Hotel chain	57%	3.8
75	Kohl's	Retailer	57%	-2.1
75	OfficeMax	Retailer	57%	-2.1
75	Gap	Retailer	57%	-2.2
75	Farmers	Insurance carrier	57%	3.0
75	Arby's	Fast food chain	57%	-1.1
75	UPS	Parcel delivery service	57%	0.6
75	Apple	Computer maker	57%	7.2
83	Domino's	Fast food chain	56%	-1.7
83	A credit union	Investment firm	56%	2.0
83	Chase	Bank	56%	1.5
83	Blackboard	Software firm	56%	7.2
83	Regions	Bank	56%	1.2
83	CVS	Retailer	56%	-3.6
83	Avis	Rental car agency	56%	5.0
83	Pizza Hut	Fast food chain	56%	-2.5
83	ING Direct	Bank	56%	0.7
92	Coventry Health Care	Health plan	55%	13.7
92	Nissan	Auto dealer	55%	2.0
92	Best Western	Hotel chain	55%	1.6
92	Honda	Auto dealer	55%	1.8
92	Stop & Shop	Grocery chain	55%	-6.3
92	Burger King	Fast food chain	55%	-3.1
92	Toys 'R' Us	Retailer	55%	-4.4
92	Fifth Third	Bank	55%	0.1
92	US Postal Service	Parcel delivery service	55%	-1.5
92	Nationwide	Insurance carrier	55%	0.5
92	SunTrust Bank	Bank	55%	-0.1
92	TD Bank	Bank	55%	-0.2
92	Discover	Credit card issuer	55%	5.4
92	Ford	Auto dealer	55%	1.1
106	eBay	Retailer	54%	-5.0
106	Wendy's	Fast food chain	54%	-3.7
106	Progressive	Insurance carrier	54%	-0.3
106	Ameriprise Financial	Investment firm	54%	-0.5
106	JetBlue Airlines	Airline	54%	6.0
106	Allstate	Insurance carrier	54%	-0.7
112	Hyatt	Hotel chain	53%	-0.3
112	Apple (for software)	Software firm	53%	4.4
112	7-Eleven	Retailer	53%	-6.2
112	Enterprise	Rental car agency	53%	2.2
112	PNC	Bank	53%	-1.9
117	Southwest Airlines	Airline	52%	4.7
117	Hyundai	Auto dealer	52%	-1.2
117	Holiday Inn	Hotel chain	52%	-1.8
117	MetLife	Insurance carrier	52%	-2.4
117	Dodge	Auto dealer	52%	-1.6
117	The Hartford	Insurance carrier	52%	-2.8
123	McDonalds	Fast food chain	51%	-6.7
123	Google	Software firm	51%	2.5
123	Whirlpool	Appliance maker	51%	3.3
123	Dell	Computer maker	51%	1.5
123	Samsung	Appliance maker	51%	3.2
123	TD Ameritrade	Investment firm	51%	-3.4
123	Ross	Retailer	51%	-8.6
123	Activision	Software firm	51%	1.8
123	Microsoft	Software firm	51%	1.8
123	Wells Fargo	Credit card issuer	51%	1.6
123	GEICO	Insurance carrier	51%	-3.6
123	Best Buy	Retailer	51%	-8.9
123	Acer	Computer maker	51%	0.9
136	Citibank	Bank	50%	-4.4
136	Hertz	Rental car agency	50%	-0.5
136	*ETRADE**	Investment firm	50%	-4.1
136	KFC	Fast food chain	50%	-7.9
136	Delta/Northwest Airlines	Airline	50%	2.5
136	Chase	Credit card issuer	50%	0.8
136	Scottrade	Investment firm	50%	-4.3
136	Intuit	Software firm	50%	1.0
136	T.J. Maxx	Retailer	50%	-9.4
136	Citizens	Bank	50%	-4.9
136	Giant Eagle	Grocery chain	50%	-11.6
136	Toshiba	Computer maker	50%	0.0
136	Food Lion	Grocery chain	50%	-11.8
136	BMW	Auto dealer	50%	-3.9
150	Chevrolet	Auto dealer	49%	-4.2
150	Chrysler	Auto dealer	49%	-4.4
150	Continental Airlines	Airline	49%	1.2
150	Adobe	Software firm	49%	-0.2
150	Merrill Lynch	Investment firm	49%	-5.7
150	Hewlett-Packard	Computer maker	49%	-1.1
156	Kmart	Retailer	48%	-11.0
156	Taco Bell	Fast food chain	48%	-9.7
156	Wal-Mart	Retailer	48%	-11.0
156	Sony	Software firm	48%	-0.6
156	Fujitsu	Appliance maker	48%	0.1
156	Capital One	Bank	48%	-6.8
162	Compaq	Computer maker	47%	-2.3
162	US Bank	Credit card issuer	47%	-2.2
162	AOL	Internet service provider	47%	11.4
162	Lenovo	Computer maker	47%	-3.0
166	Toshiba	Appliance maker	46%	-1.5
166	Liberty Mutual	Insurance carrier	46%	-8.0
166	Sony	Computer maker	46%	-3.4
166	AAA	Insurance carrier	46%	-8.1
166	Capital One	Credit card issuer	46%	-3.0
166	Bright House Networks	TV service provider	46%	14.6
166	Wells Fargo	Bank	46%	-9.0
166	Citigroup	Credit card issuer	46%	-3.5
166	Virgin Mobile	Wireless carrier	46%	4.6
175	Morgan Stanley Smith Barney	Investment firm	45%	-9.0
175	Bank of America	Bank	45%	-9.5
175	Symantec	Software firm	45%	-3.7
175	Alamo	Rental car agency	45%	-5.9
175	Bosch	Appliance maker	45%	-3.1
175	Wells Fargo Advisors	Investment firm	45%	-9.5
181	ING Direct	Investment firm	44%	-9.9
181	Dollar	Rental car agency	44%	-6.4
181	Bank of America	Credit card issuer	44%	-5.0
181	American Family	Insurance carrier	44%	-10.3
181	RadioShack	Retailer	44%	-15.7
181	Medicare	Health plan	44%	2.0
187	American Airlines	Airline	43%	-4.4
187	Gateway	Computer maker	43%	-6.6
187	MetroPCS	Wireless carrier	43%	2.0
190	GE	Appliance maker	42%	-5.5
190	Apple Store	Retailer	42%	-17.0
190	TracFone	Wireless carrier	42%	1.2
190	LG	Appliance maker	42%	-5.9
190	Verizon Wireless	Wireless carrier	42%	0.7
195	Days Inn	Hotel chain	41%	-12.2
195	AT&T;	Wireless carrier	41%	0.4
195	Anthem (BCBS)	Health plan	41%	-0.4
195	Medicaid	Health plan	41%	-0.5
195	United Healthcare	Health plan	41%	-0.6
195	Road Runner	Internet service provider	41%	5.2
201	eMachines	Computer maker	40%	-9.2
201	Aetna	Health plan	40%	-1.7
201	Sprint	Wireless carrier	40%	-1.4
204	HSBC	Bank	39%	-15.6
204	CIGNA	Health plan	39%	-2.7
204	21st Century	Insurance carrier	39%	-15.4
207	Budget	Rental car agency	38%	-12.4
207	Blue Shield of California	Health plan	38%	-3.5
207	Dish Network/EchoStar	TV service provider	38%	6.4
207	McAfee	Software firm	38%	-11.4
211	AT&T;	Internet service provider	37%	1.4
212	Cablevision	Internet service provider	36%	0.7
212	EarthLink	Internet service provider	36%	0.6
212	T-Mobile	Wireless carrier	36%	-5.2
212	DirecTV	TV service provider	36%	4.6
216	Humana	Health plan	35%	-6.3
216	United Airlines	Airline	35%	-12.4
216	HSBC	Credit card issuer	35%	-14
219	Health Net	Health plan	34%	-7.5
219	Cox Communications	Internet service provider	34%	-1.5
219	Empire (BCBS)	Health plan	34%	-8.0
222	AT&T;	TV service provider	33%	1.9
223	Comcast	Internet service provider	32%	-3.1
223	Highmark (BCBS)	Health plan	32%	-9.7
223	US Airways	Airline	32%	-16.2
226	Charter Communications	Internet service provider	31%	-4.0
226	Verizon	Internet service provider	31%	-4.1
226	Qwest	Internet service provider	31%	-4.7
229	Comcast	TV service provider	30%	-1.4
229	Verizon	TV service provider	30%	-1.5
231	CareFirst (BCBS)	Health plan	28%	-13.5
231	Optimum (iO)/Cablevision	TV service provider	28%	-3.2
231	Cox Communications	TV service provider	28%	-3.6
234	Time Warner Cable	TV service provider	25%	-6.0
235	Charter Communications	TV service provider	22%	-9.6

See the 2012 Ratings

Calculating the Temkin Customer Service Ratings

The Temkin Customer Service Ratings are based on feedback gathered from consumers regarding companies they've recently interacted with. We asked consumers to rate how satisfied they are with with recent customer service experiences on a 7-point scale, from (1) Very dissatisfied to (7) Very satisfied. We take the percentage of consumers that gave a rating of 6 or 7 and subtract the percentage that gave a rating of 1, 2, or 3. For more information, see the Temkin Customer Service Ratings Overview.

Purchase Data

For only $295, you can download an Excel workbook with the underlying data from the 2013 Temkin Customer Service Ratings in addition to the changes from 2012.

The dataset also includes average industry ratings across six age groups of consumers.

For more information, see the Temkin Customer Service Ratings Overview.